6 reasons you should upgrade to cloud telephony

Find out why cloud options should be at the forefront of your mind when upgrading telephony systems.

Phone systems remain an essential part of any business, whether it’s offering a direct customer service line or keeping workers in different locations in touch. But many businesses may still be relying on the same lines that have been in place for years, or even decades, and if this is the case for you, it could be holding your company back.

Modernising your telephony systems is one of the most effective things you can do to improve your communication and keep your workers productive – and cloud solutions will give you all the features you need to make any migration a success.

Here are six of the most important reasons why you should be considering the cloud for the future of your phone systems.

1. Better flexibility and scalability

One of cloud’s biggest advantages is its ability to scale up or down as required with no fuss or lengthy re-engineering. You can create or delete users with just a few clicks to meet the needs of your business, integrate it into other key aspects of your business – such as CRM systems – and support trends like hot-desking, ensuring you’re ready for whatever working trends the coming years bring, as well as keeping costs under control by ensuring you only pay for the services you’re using.

2. Boost your collaboration

Cloud services can also be used to enhance collaboration between team members located around the country. As well as a reliable, high-quality audio service, an effective cloud telephony system can be connected with services such as videoconferencing, screen sharing and live document collaboration tools to ensure users can work together on projects as easily as if they were in the same room.

3. Gain deeper insight into your operations

Good cloud telephony services will also offer a wide range of analytics solutions to help you better understand what’s happening within your communications networks, allowing you to spot any bottlenecks or weaknesses that need to be addressed. 

For example, it can help you see how many calls you receive, the number of issues that are resolved by your contact centre on the first interaction, when long hold times are occurring, and when people are hanging up before being dealt with. These can all be used to set targets, dictate training focuses and drive improved performance.

4. Support remote workers

With around half of people in the UK set to work from home on a regular basis this year, ensuring these personnel can keep connected is vital. Cloud telephony can be hugely valuable in achieving this, as it allows the use of virtual phones. This means users can easily redirect calls from the office to any handset, such as a mobile device or landline at their home, ensuring they are always reachable with one number, whether they are at their desk, in the field, or working from home.

5. Improve your customer service

For many customers, the phone remains a preferred method of contacting businesses, so providing a high level of service through this channel is essential – and something cloud services can greatly help with. For starters, it can help ensure you feel relevant to users by allowing you to use any geographic codes for your numbers, giving you a local presence no matter where your staff are physically located.

Advanced call routing tools and even technology such as natural language processes can also reduce the amount of time it takes to direct calls and ensure people can quickly speak to the most appropriate person.

6. Cope with the upcoming ISDN switch off

Finally, another key reason to make the upgrade is that if you’re still using legacy ISDN solutions, you’ll have to make a change sooner rather than later. That’s because Openreach is set to switch off these networks at the end of 2025. This means users of phone systems that depend on these networks will need to have a clear plan in place to migrate to more modern solutions well before that date to avoid last-minute panic.

This presents a perfect opportunity for businesses to investigate what cloud alternatives have to offer and overhaul their communications to ensure they’re fit for the years to come.

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